first time user, last time buyer

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › first time user, last time buyer

kiwipoet22

27 posts

Geek

#85041 12-Jun-2011 12:40

ok,
so iv deiced to go with 2-degrees with all my mobile boardband needs.
i love the idea of using the pocket wifi system, it looks great. and i think it will be perfect for me, until i get full on real home boardband.

now this post is not really about me bitching about 2degrees, just so everyone knows :)

so last night, i deiced to go online and buy the pocket wifi, from their online shop.
quick and easy buying system, which made me very happy.
i noticed last night, that they had already charged my card. so i was thinking great, they are quick.

i woke up this morning, to a txt from a friend of mine, informing me that he had brought me a gift.
when i asked him what it was, he informed me that it was a pocket wifi, from 2degrees.
i was over the moon, thinking great i could use the money from my refund to put towards credit on the pocket wifi, im planing on using the $150 plan.

i called the 2degrees call center, afterwards to ask them to cancel my order.
after being on the phone for over half a hour, i was told that i would have to pay a $20 fee, for changing my mind. and also have to fill out a change your mind form.
which i notice is really only for use, if you have already gotten the item in your hands.
i believe that the item has not left their warhorse, because its sunday?? i dont know of any companys that ship items on a sunday.
i was also told, that if the item has left, which the guy could not confirm over the phone.
i would have to ship it back to them, at my own cost??

now im not angry at the company,
its great that they are so quick to get items packed and ready to be shipped, which i guess will happen on a monday?

im just having trouble understnading, why i should pay a fee and fill out a form, when its not even left their stockroom?

i will still use their network,
just wont be bying anything from their online store.
when they make returns so hard to deal with?

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1574 posts

Uber Geek

#480299 12-Jun-2011 13:34

It's a general understanding that companies should never charge your credit card until they are ready to ship an order, and usually only charge on the same day that they will actually ship the order (i.e. put it into the hands of a courier).

It's hard to know whether the distribution centre 2Degrees uses would have been open on Saturday, however I would consider it very unlikely. What time did you order on Saturday?

However, in saying that, make sure you have a look at the T&C on the 2Degrees website and try to find something that says they will charge your credit card immediately.

nakedmolerat

4629 posts

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Lifetime subscriber

#480302 12-Jun-2011 13:44

i think some online companies do ship on saturday (but not sunday). i am pretty sure that courier do pickup items on Saturday

dontpanic42

1574 posts

Uber Geek

#480303 12-Jun-2011 13:48

nakedmolerat: i think some online companies do ship on saturday (but not sunday). i am pretty sure that courier do pickup items on Saturday

That's what I suspect too. We need to find out what time the order was placed.
Also, what does the order status say on your 2Degrees account online? Has it been "processed" yet?

More info:
https://www.2degreesmobile.co.nz/konakart_portlet/CustomSiteInfoPage.do

kiwipoet22

27 posts

Geek

#480304 12-Jun-2011 13:52

it was after 5pm
close to around 6pm

i dont know of any companys in NZ that will still take orders and process them on a satruday after 4pm

dontpanic42

1574 posts

Uber Geek

#480307 12-Jun-2011 14:01

kiwipoet22: it was after 5pm
close to around 6pm

i dont know of any companys in NZ that will still take orders and process them on a satruday after 4pm

It's not impossible, but in your case very unlikely that the order made it to a courier. So they may have processed the order, packed it up ready for a courier to pick it up on Monday (or possibly Saturday, depending on the exact time you placed the order).

You need to get some further details from 2Degrees regarding whether it has actually been passed onto the courier (tracking number), or if it has been processed but still in their distribution centre.

Personally, if I get charged for an order, I expect it to be in the hands of a courier that same day.

kiwipoet22

27 posts

Geek

#480309 12-Jun-2011 14:05

It was 5.30
Well that's what time I got the email confirming the order.

I called them this morning to cancel at 10am

kiwipoet22

27 posts

Geek

#480345 12-Jun-2011 16:34

Ok
So things have gone from bad to worse
:-(

Just checked my bank account, just before I go shopping. And they have taken the full payment from my card(early they had requested the amount, and it was just waiting to be approved by them)
So I called them, asking why my order had not be canceled like I was told it would be.
I was informed that the guy early was wrong to tell me that it would be canceld.
And that it was out of their hands,

I now have to wait till the item arrives from them, and then send it back to them.
Before I get my refund back

Not a happy camper here

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

nakedmolerat

4629 posts

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#480346 12-Jun-2011 16:39

so obviously they have sent to you on Sat. courier do pickup item on saturday until 6.30PM

timmmay

20578 posts

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#480360 12-Jun-2011 17:17

Companies are under no obligation to cancel orders or accept returns. You should be happy that they're willing to work with you to give you an almost full refund. If it falls through sell it on trademe.

GH33

65 posts

Master Geek

#480390 12-Jun-2011 18:34

It came binding contract as soon as you placed an order. As far as I'm aware there's always a fee to terminate your contract.

Teeps

501 posts

Ultimate Geek

#480453 12-Jun-2011 22:36

It sounds very unfair to me. I can understand a fee on 'change of mind' after the item has been dispatched and thus the order cannot be stopped, but to say it's too late most likely over 24 hours before dispatch seems to be very unfair to me.

I think the OP has made a fair request and just seems 2degrees either doesn't want to stop the order or doesn't have the system in place to do it. You can bet if there was a problem with the payment sometime over the weekend and before it gets dispatched tomorrow (if it wasn't dispatched yesterday, and I'm pretty sure it wouldn't have been dispatched on a Saturday evening) they would have managed to stop the shipment quick enough!

Has the OP received the email 2degrees say they'll send when its dispatched? If not I think it's fair enough to request the order be cancelled!

GH33: It came binding contract as soon as you placed an order. As far as I'm aware there's always a fee to terminate your contract.

There's ALWAYS a fee? I've not noticed that! Are you saying if you're in a shop and make a purchase you will ALWAYS be charged a fee if you decide you don't want an item (say because you see your partner or friend on another till buying the same item!?) and you request to not purchase the item anymore?

The ownership of the goods is not transferred to the purchaser until he takes delivery of it. He has requested (before dispatch) that this order be cancelled, and now he is going to be $20 plus shipping out of pocket, that seems very unfair to me!

quickymart

13935 posts

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#480468 12-Jun-2011 23:27

As soon as he clicked buy it was his. 2degrees can (quite rightly) refuse to accept the item back - there is no legal obligation for them to do so; how is it their fault the OP's mate purchased the same thing yet didn't tell him until after the fact?
However, they may feel morally obligated to let him return it - let's hope it turns out for the best in this regard.

GH33

65 posts

Master Geek

#480480 13-Jun-2011 00:53

Teeps: It sounds very unfair to me. I can understand a fee on 'change of mind' after the item has been dispatched and thus the order cannot be stopped, but to say it's too late most likely over 24 hours before dispatch seems to be very unfair to me.

I think the OP has made a fair request and just seems 2degrees either doesn't want to stop the order or doesn't have the system in place to do it. You can bet if there was a problem with the payment sometime over the weekend and before it gets dispatched tomorrow (if it wasn't dispatched yesterday, and I'm pretty sure it wouldn't have been dispatched on a Saturday evening) they would have managed to stop the shipment quick enough!

Has the OP received the email 2degrees say they'll send when its dispatched? If not I think it's fair enough to request the order be cancelled!

GH33: It came binding contract as soon as you placed an order. As far as I'm aware there's always a fee to terminate your contract.

There's ALWAYS a fee? I've not noticed that! Are you saying if you're in a shop and make a purchase you will ALWAYS be charged a fee if you decide you don't want an item (say because you see your partner or friend on another till buying the same item!?) and you request to not purchase the item anymore?

The ownership of the goods is not transferred to the purchaser until he takes delivery of it. He has requested (before dispatch) that this order be cancelled, and now he is going to be $20 plus shipping out of pocket, that seems very unfair to me!

To me it's not unreasonable for the retailer to charge a fee after you have purchased an item. It costs the business to reverse the transaction even before the item get dispatached. Say you purchased a LCD TV in Shop A, made the payment, arranged a time and date for delivery. 30mins later you decided not to buy the flat screen fom Shop A because you got a better deal from Shop B. It's not unreasonble for Shop A to charge you a fee to reverse the transaction. You can probably get away with it if you try to dispute it and make a big fuss about it as most of the retailers would rather absorb the cost for PR purposes. Each industry has its cost structure, another example would be the airline industry. When you booked a flight and made the payment, it's going to cost you to cancel your bookings. Again you can probably get away with it if you complained not because you have the right but to keep you happy and not go to the media lol.

kiwipoet22

27 posts

Geek

#480482 13-Jun-2011 00:58

To make things a bit more clear
It was a prepaid account, so no contract. :-)

dontpanic42

1574 posts

Uber Geek

#480483 13-Jun-2011 00:58

It's fair enough to have to follow the returns procedure if the item was indeed dispatched on Saturday, and was also with the courier on Saturday.
The question is whether or not the order was in fact dispatched on Saturday.

If, and when, you get the item delivered to you, check the dispatch date on the courier ticket. It should have a date if it is a computer generated label, if it's not a computer generated label then it should have a dispatch/delivery docket that would tell you the date it was dispatched.

Another way you could tell is to look at the tracking info on the courier's website for the pick-up date/time.
If it says it was picked-up on Saturday, then I would say 2Degrees are within their rights to make you follow the returns procedure.

If you get the package and it says it was dispatched on, say, Monday, then I would personally be a little annoyed that they didn't offer to cancel the order for you. They effectively charged you for something that they hadn't physically sent yet.

At least that's the way I see it.

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